Workforce Scheduling Analyst

Summary

Join our team as a Workforce Management Scheduling Analyst and manage our Workforce Management System, optimizing staffing and scheduling to ensure efficient resource use. You will provide metrics and analysis to senior leadership, make recommendations to maximize resources and meet customer expectations, and drive internal projects to improve efficiency and accuracy of employee staffing. The role requires managing unexpected changes in contact volume and making decisions to adjust resources. This position offers full remote or hybrid options. We are seeking candidates with a Bachelor's degree in a business-related field and 2+ years of experience in contact center scheduling or workforce management. Immediate start is preferred.

Requirements

• 2+ years of hands-on experience in a contact center scheduling or workforce management role
• Proven experience with WFM Software (e.g. Aspect, Verint, Calabrio preferred)
• Excellent analytical, communication and organizational skills
• Demonstrated computer and software skills
• A team player who builds strong relationships with colleagues and stakeholders at all levels of the organization

Responsibilities

• Collaborate with senior leaders to develop and maintain robust scheduling models for a multi-site contact center of 200+ representatives
• Design, maintain, improve, and run flexible staffing scenarios to recommend capacity and schedules for hiring, training, and shift bids
• Monitor intraday performance reports; recommend and implement schedule changes as needed
• Provide recommendations to leadership when offline requests (meetings, training, offsites, etc.) are not aligned with business needs
• Manage Procore Value Time (PVT), Sick Time Off (STO), and all other absences
• Produce reports with the workforce management system as requested by management
• Drive internal projects related to the WFM system, including system upgrades, new feature implementation, and user training
• Act as a subject matter expert on the WFM software, providing support and guidance to team members and leadership

Preferred Qualifications

A Bachelor’s degree in a business-related field such as Business Administration, Finance, or Statistics is highly preferred

Benefits

• Base Pay Range $59,904 - $82,368
• Eligible for Bonus Incentive Compensation
• Generous paid time off
• Healthcare coverage
• Career enrichment and development programs